Refund & Cancellation Policy

At ViaConecta, we strive to provide seamless global connectivity. However, as our eSIMs and virtual lines are digital goods delivered instantly, please review our refund guidelines.

1. No Refunds on Delivered Digital Goods

Due to the nature of digital telecommunications products, once an eSIM QR code, activation string, or dedicated phone number has been generated and delivered to you, the service is deemed fully rendered in accordance with Article 16(m) of EU Directive 2011/83/EU. Therefore, ALL COMPLETED DELIVERIES ARE FINAL. We do not offer refunds for:

• Change of mind after delivery
• Accidental purchases after activation code generation
• Incompatible or carrier-locked devices (please check compatibility before buying)
• Unused remaining data volume on active plans

2. Technical Exceptions

We aren't unreasonable. A refund may be considered ONLY if:

• The eSIM is technically defective due to a verifiable technical fault on the provided eSIM profile that prevents connection.
• You have contacted Support and we verified the issue could not be resolved.

Important: You must contact us while you are still in the destination country so we can troubleshoot usage logs.

3. ViaConecta Wallet Balances & Auto-Credits

We provide fair and automated refund guarantees for account balances and telephony services:

• Automatic Service Refunds: If an active Single OTP virtual number expires without receiving a verification SMS within the allocated 10-minute session window, your payment is automatically refunded or credited back to your ViaConecta Wallet in real-time with zero processing fees.
• Statutory 14-Day Top-Up Refund Right (EU Cooling-Off): In compliance with European Union consumer protection directives (Directive 2011/83/EU), customers who deposited funds into their ViaConecta Wallet via card or PayPal have the right to request a full refund of their unspent top-up balance back to the original payment method within 14 days of the transaction date.
• Non-Refundable Items: Promotional bonuses, referral credits, loyalty points, or funds that have already been consumed for active network data or active phone number reservations are strictly non-refundable.

4. Virtual Numbers & Telephony Fulfillment

Our virtual telephony lines operate under a clear "No Code, No Pay" guarantee:

• Successfully Delivered Codes: Once an incoming SMS verification code or OTP has been delivered and displayed in your activation console, the digital verification service is considered fully rendered and is non-refundable.
• Instant Number Replacement: If a temporary number fails to receive an SMS from a specific platform, users may request up to 2 free instant replacement numbers during their active session before claiming an automatic refund.
• Monthly Telephony Subscriptions: Dedicated Web Inbox lines and Mobile Voice eSIM profiles are billed on a 30-day basis and can be cancelled at any time prior to the next billing cycle.

5. Flight Search Bookings

ViaConecta operates strictly as a flight search aggregator and does not sell airline tickets directly. Therefore, we cannot process refunds, cancellations, or modifications for any flight bookings. Any inquiries regarding flight refunds must be directed to the specific airline or third-party travel agency where the ticket was purchased.

6. Contact & Claim Submission

If you believe you have a valid claim regarding eSIMs, Virtual Numbers, or Wallet balances, please reach out to our team immediately at [email protected]. Inquiries are typically reviewed and resolved within 2 to 12 hours (maximum 24 hours).